TimeWarnerCable punishes customer for standing up for the truth and asking for investigation Ripoff Vestal New York
I am 54 year old female with a 57 year old female room mate. I was charged for ordering a sport's comedy film on 2 different days at 1AM. Neither one of us ordered this film nor is it a film we would want to see. I went into the office and asked to file a complaint that somehow this was on my bill. I even told the male representative ID# QPADEV009R that I was probably going to have to pay, but I wanted to file a complaint about this somehow showing we ordered this when I definately know neither one of us did. I believe that someone may have hacked into my cable. I know this may sound impossible, but what's the answer. This man called a man from the back room, spent sometime putting information into the computer and then told me I would be credited for 1 showing. He then told me that I would not be able to order any movies, sports events or any pay per view without calling the office for permission. I pay over $160.00 per month on cable and always pay my bill. I was given a $3.95 credit and punished for it. I told the man he was calling me a liar. He said nothing.This is customer service?
Janice
conklin, New York
U.S.A.
2 Updates & Rebuttals
Janice
conklin,New York,
U.S.A.
online customer service apologizes
#3Author of original report
Thu, May 17, 2007
I e-mailed the online Time Warner customer service about the incident. They called me about 1 hour later and apologized for the employee's actions and credited my account. They took off the need to call the office also. My letter will be forwarded to the employee's supoervisor. For the person that posted the rebuttal, I had previously added a block to my account with a pin number I only knew so the need for further action was not necessary and it was a punishment. Thank you Rip off report for being there for me to report and vent. Customer service at the basic level is lost.
Angie
San Antonio,Texas,
U.S.A.
Not an employee, not taking sides
#3Consumer Comment
Thu, May 17, 2007
I don't work for Time Warner, and I'm not saying you're wrong, or they're right.
I believe that this was done for your protection, and is not a punishment.
As I'm not an expert in anything cable-related, I don't know if it is or is not possible to hack into your cable. Plausible, but I don't know for sure.
A measure like this--calling before ordering pay-per-view or other subscriptions--seems like a logical course, if they suspect unauthorized access. It helps to ensure that this won't happen again, and should give you a sense of security, that others won't run up charges on your bill.
It may be inconvenient, but they're not restricting access, there's just an additional step added now, that was added for your protection.
I used to have Comcast Cable, and a roommate that would order pay-per-view movies often (I paid the bill, and she refused to reimburse me the movie costs). Comcast put a similar restriction on my account; I had to call in, and provide a password, prior to ordering, and it solved the problem.
With a note like this on your account, they will make a record of the calls you make, and won't allow access without that call. Slightly inconvenient if you order a lot, but definitely easier than going in and disputing the charge if it happens again.